Emotions as a matter of choice

Alyona Kotelnikova, Lina Titova (FlowGo, Moscow/San Francisco) and Piya Bose, Raghu Raj Murmu (Mumbai)

Understanding Tourism Trends and Biodiversity Conservation for Innovative Products and MarketingUNWTO - Consulting Unit on Tourism and Biodiversity Wadden Sea Biosphere Reserve of Schleswig - Holstein (Germany), 14 – 26 April 2013

EMoTIons as a MaTTEr of ChoICE

service Design for raiffeisen BankDesign audit for Business school arsenalTrendwatching for Philipsservice Design for a large tour operator in russia Course of service Design in British school of art and Design

alyona Kotelnikova and Lina Titova

service Design

Service design is the activity of planning and organizing people, infrastructure, communication and material components of a ser-vice in order to improve its quality and the interaction between service provider and customers. The purpose of service design methodologies is to design according to the needs of custom-ers or participants, so that the service is user-friendly, competitive and relevant to the customers. The backbone of this process is to understand the behavior of the customers, their needs and moti-vations.

Piya Bose is a Corporate Lawyer turned Travel Consultant for Women. She gave up her career in India’s highest paying law firm to start a Travel Club for Women in 2008 called ‘Girls ~ On ~ The ~ Go’. She believes that women should get out of role playing modes of mother, sister, daughter, wife etc like in family holidays and just be themselves. she helps women do this through her interesting itineraries that expose them to everything from Cooking sessions in Bali, to wine tasting in Tuscany, to partying in style at Ibiza.

Piya Bose

an entrepreneur, business-man, a traveler, an avid motorcyclist, raghu raj Murmu spent 8 long years working and making money till he realized that he is not doing what he yearns to do. he wanted to write and ride. and so he shut down his dairy business and rode to the highest motorable road in India, Khardung-La, which was a turning point of his life. he discovered that travel is what gives him happiness and satisfaction, he is emotionally attached to the open highway and adventures.

now he rides his motorbike across the highways of India and works as a freelance copywriter for various agencies, which aids him to fund his livelihood.

raghu raj Murmu

service Design Project for a large russian tour operator

Working space

observation 360o

Be your customer

Emotions GoalsInterestsCompany Dreams

Evolution of Tourists

http://www.zubiad.com/blog/culture/the-evolution-of-man/attachment/evolution/

fearsTravel experience

Dreams

Users of travel agencies Non users of travel agencies

service Map

Gap Map

JWT: Trend Report, 2013

Why I came here

What attracted my attention

What I like hereWhat I am thinking aboutWho/what helped me

What I can seeWhat I am doingWhom I am talking to

Design of emotions

What do people really need?

1. Meet local people 2. Get unusual experience3. Understand other culture4. Participate in local events5. Be somebody else6. share emotions with others

hidden Treasures

Spend the night on a float in the middle of the lake

architecture farm, 140 km from Moscow

Traveliving

Dubai

Be a French woman meeting a new president of France

Be a Cypriot in a traditional Cyprian wedding

how could we design a service to help people from all over the world to immerse themselves into other culture, share their experience, and explore hidden treasures

Innsbruck

Vienne

India, Goa

India, Karnataka

India, Mangalore

India, Calangut

India, near aronda beach

India, fort Kochi

Emotional Experience

A DAY AT THE SOS CHILDREN’S VILLAGE, HANOI, VIETNAM

FARMERS HAVING LuNCH IN bALI VILLAGE


COOkING MASTER-CLASS FROM VILLAGERS

During this year my life has changed

May 2012 June 2012 november 2012

how travelling has changed your own life?

Discussion

Be happy ;)

[email protected]/KotelnikovaElena

Alena Kotelnikova, Lina Titova (FlowGo, Moscow/San Francisco), Piya Bose, Raghu Raj Murmu (Mumbai)

Understanding Tourism Trends and Biodiversity Conservation for Innovative Products and MarketingUNWTO - Consulting Unit on Tourism and Biodiversity

Wadden Sea Biosphere Reserve of Schleswig - Holstein (Germany), 14 – 26 April 2013

Emotions as a matter of choice

Travel

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